Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
Authors Gravett and Throckmorton take a dynamic approach to the situation by writing in two distinct voices—as a Baby Boomer and a Gen-Xer—using a "point-counterpoint" approach to identify differences and similarities in the workplace across generations. Bridging the Generation Gap provides hands-on experiences, real-life cases, recommended solutions, and ground-breaking research on how members of any generation can better relate to minimize conflict, miscommunication, and wasted energy.
The Heart of Coaching provides a practical road map for transforming
managers into emotionally intelligent coaches who compassionately foster self-responsibility and collaboration in teams. This book provides the tools for leaders and teams to develop a common language, a shared protocol, and an orientation towards people to transform an entire culture into a "feedback-rich, high-performance" organization.
Blending economics, psychology, sociology and management theory, Accountability: Freedom and Responsibility without Control provides practical guidelines for transforming control-based operations into freedom-based work environments where managers take on the new role of Wise Counsels and employees design and fully own their jobs.
Using a clear, entertaining narrative approach recalling the style of such bestselling business parables as Who Moved My Cheese? and Fish!, the book addresses a universal dilemma facing today’s organizations and leaders: how to encourage employees to be more accountable – and therefore more valuable – to an organization’s operations.
Improving customer service isn't a matter of finding better customer service reps. As Gary Goodman states, "We can all provide superior service, time and time again, providing we have fully defined what it is, and we have trained our people to deliver it." In this book Goodman identifies the core behaviors that make up excellent customer service and provides managers with a set of proven tools for promoting and maintaining it, transaction after transaction.
Because finding the ideal person for every workplace position has become an increasingly difficult task, the retention of top employees has become every manager's concern. Love 'Em or Lose 'Em proposes that this "race for talent" can be effectively run only by those who adopt programs and policies that truly support their personnel. It then shows how to do so, even in organizations reluctant to participate actively.
Techniques to become a coach, not just a boss--and maximize each employee's productivity. Effective Coaching explains how to apply sound coaching methods in the workplace, encouraging top performance by working with your employees, instead of over them. From eliminating confusion by asking the right questions, to always making sure that employees and team leaders understand their roles and responsibilities, this highly focused guidebook will show you how to: understand the characteristics of an effective coach--and apply them in the workplace; quickly achieve the cooperation you need in a disciplined, nonthreatening atmosphere; instinctively use effective problem-solving strategies in every situation.
Written as an interactive dialogue with the reader, Masterful Coaching emphasizes core coaching skills--sponsoring, counseling, acknowledging, teaching and confronting. Provides examples of coaching for breakthrough results from leading companies.
This problem-solving reference spells out guidelines and easy-to-grasp tips and tactics for both team leaders and members. Harrington-Mackin shows how to manage the human factors and nitty-gritty details that can hamper teamwork, as she explains how to define roles and responsibilities, select team members, encourage positive behavior, maintain control, evaluate and reward teams, and more.
